Citizen Engagement

The ability for governments to deliver a secure, consistent and valued service in the digital space is not easy. Add to that the growing expectations of citizens, and government technology leaders are more often playing catch up than being able to think and deliver strategically.

The following is a list of the top technologies that can enable greater efficiencies, improve Service Delivery and drive citizen engagement.

Digital Workplace

The government workforce is increasingly populated with digitally literate employees, from frontline workers to top-level executives. The digital workplace is a business strategy to boost employee engagement and agility through a more consumerized work environment. The digital workplace promotes collaborative work styles, supports decentralized, mobile work environments and embraces employees’ personal choice of technologies.

Multichannel Citizen Engagement

Delivering an effective citizen experience and driving citizen engagement requires a holistic approach to the citizen, including:

  • using data to capture and understand the needs and desires of the citizen
  • leveraging effective social media and communications to actively engage citizens
  • allowing the citizen to engage on his or her own terms
  • understanding the citizen’s preferred engagement channels
  • affording seamless transitions among channels
  • ultimately delivering a more satisfying set of citizen interactions

Adopting a citizen-centric information management strategy with multichannel citizen engagement opportunities will deliver quantifiable benefits.

Citizen e-ID

As government becomes more digitized, digital identity will need to become more reliable in order to serve as the core for all digital transactions and for improved citizen engagement. Citizen electronic identification (e-ID) refers to the orchestrated set of processes and technologies managed by governments to provide a secure domain to enable citizens to access these core resources or services.

Governments will require online authentication and identity proofing, because in-person verification methods are becoming outdated for offering citizens integrated and seamless access to resources and services. This “no wrong door” business model must be able to associate each citizen with one unique and persistent identifier within the bounds of what is culturally acceptable and legally permissible.

Analytics Everywhere

Analytics is the collection and analysis of data to provide the insight that can guide actions to increase organizational efficiency or program effectiveness. The pervasive use of analytics at all stages of business activity and service delivery — analytics everywhere —
allows leading government agencies to shift from the dashboard reporting of lagging indicators to autonomous business processes and business intelligence (BI) capabilities that help humans make better context-based decisions in real time.

Digital Government Platforms

Governments face constant pressure to improve service delivery, drive citizen engagement and save costs. Digital platforms reduce effort and facilitate user centric design. These platforms deliver services such as payments, identity management and verification, reusable application services and notifications (for example, SMS and email) that are commonly used across multiple domains.

Globally, governments are taking a platform approach to simplify processes, improve citizen interaction and reduce expenditures.

Many of these technology trends change business models in ways that need to be reflected in more modern policies and approaches, especially those related to privacy or regulation. Senior leaders will need to be front and center in providing advice to policy making bodies and work to find innovative ways to accomplish their goals.

To learn how Vivvo can help you drive citizen engagement and digital transformation visit